Heidi Mader
Phoenix,Arizona
Summary
Detail-oriented Account Specialist focused on resolving issues and maintaining customer loyalty. Strong critical thinking skills with a methodical approach. Knowledgeable about logistics practices and documentation requirements.
Overview
12
12
years of professional experience
Work History
Account Specialist III
Matson Navigation
07.2016 - 12.2023
- Responsible for providing excellent customer service for all customer needs in the commercial Alaska/Hawaii/Guam/Mid-Pacific shipping trades
- Answer any questions for customers over the phone as well as through email
- Being in communication with truckers, shippers, and ports to make sure shipment goes smoothly
- Take payments for bookings
- Quoting from tariff rates and working closely with the Pricing department for rates for bigger projects
- Running various reports and working with Operations at the ports to make sure that containers were delivered timely
- Received many pay raises, awards, and promotions during time at Matson.
- Set up new customer accounts and updated existing profiles with latest information.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Completed routine and complex account updates to resolve problems.
- Adhered to standards of quality and service as well as all compliance requirements.
- Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
- Prepared and submitted timely invoices, statements and payment reminders for customers.
- Delivered accurate billing and timely payments across high-volume client accounts.
- Built relationships with customers and community to promote long term business growth.
- Contributed to team objectives in fast-paced environment.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained up-to-date knowledge of service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Sought ways to improve processes and services provided.
Identity Protection Agent
LifeLock, Inc.
02.2015 - 07.2016
- Responsible for providing excellent customer service for all members’ identity theft protection needs
- Assist with web support for members’ online accounts
- Gather information in cases of identity theft and provide information to Resolution Team
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
Office Manager
Ice House Productions
07.2014 - 02.2015
- Responsible for scheduling and quality assurance calls
- Managed a team of 5 employees
- Received a raise during time of employment
- Received a promotion to Office Manager during time of employment
- Made Quality Assurance calls for hospice equipment.
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Coached new hires on company processes while managing employees to achieve maximum production.
Cashier
Panera Bread
11.2013 - 07.2014
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Answered questions about store policies and addressed customer concerns.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Learned duties for various positions and provided backup at key times.
- Maintained current knowledge of store promotions and highlighted sales to customers.
Shift Leader
Einstein Noah Restaurant Group
08.2011 - 07.2013
- Responsible for order taking, inventory, food prep, cashier, balance of store safe, and managing employee workflow
- Managed a team of 10 employees
- Received three pay raises during time of employment
- Responsible for up to $2000 at one time
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Enforced company policies and regulations with employees.
- Completed cash and credit card transactions accurately using POS software.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
Education
Associates of Arts for Psychology -
Chandler-Gilbert Community College
Chandler, Arizona05.2011
Diploma -
Gilbert High School
Gilbert, Arizona05.2008
Skills
- Advertising Strategies
- Due Diligence
- Customer Engagement
- Client Engagement
- Business Development
- Billing Resolutions
- Microsoft Office Proficiency
- Document Management
- Issue Investigations
- Customer Relationship Development
- Research Proficiency
- Documentation Skill
Accomplishments
- Received roughly $20,000 in pay raises through promotions and pay raises during time of employment.
- Received many pier recognition awards during time of employment.
Qualifications Summary
Has fifteen years of customer service experience. Has seven years of logistics experience. Expertise in situational awareness and unsupervised tasks. Ability to deploy prioritized reactive and proactive strategies that address administrative needs in a variety of scenarios. Superior ability to lead performance-driven teams to meet administrative goals and objectives. Proficient in all Microsoft Office programs.
Timeline
Account Specialist III
Matson Navigation
07.2016 - 12.2023
Identity Protection Agent
LifeLock, Inc.
02.2015 - 07.2016
Office Manager
Ice House Productions
07.2014 - 02.2015
Cashier
Panera Bread
11.2013 - 07.2014
Shift Leader
Einstein Noah Restaurant Group
08.2011 - 07.2013
Associates of Arts for Psychology -
Chandler-Gilbert Community College
Diploma -
Gilbert High School
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